OUTRAGEOUS !!!

OUTRAGEOUS !!!

By DDOE Enterprises Inc.
OUTRAGEOUS!!!
Creating Extraordinary Experiences with Positively Outrageous Service®. Originally aired on 216TheNET.com
Positively Outrageous Service is that WOW experience that you can’t wait to tell others about. Based on the best-selling book “Positively Outrageous Service - How to Delight and Astound Your Customers and Win Them for Life”
More places to listen

More places to listen

BULLET PROOF – Inoculate Yourself Against the Tornado - E22S1
Develop your super-hero powers in toxic environments and situations. “I’m so glad you got me!” “You’re not yelling at me … you’re angry about the situation.”  Diffuse the initial confrontations by not taking it personally and being “unoffendable”.
15:01
August 28, 2019
ALIGNMENT IS A BEAUTIFUL THING – Begin by Defining POS for YOUR Organization E21S1
“The fish stinks from the head” First, leadership must define and align an organization’s service expectations. Second, align your departments, (in a larger organization). Third, create alignment in your hiring practices to the organization’s service expectations.
14:59
August 21, 2019
PET PEEVES – Our Periodic Riff on Behaviors That Really Bothers Us! - E20S1
Hiding behind the uniform, kiosk or desk. Don’t project your tornado on another. Making assumptions about the person in front of you. Dismissing someone because of your authority. Not acknowledging the presence of your customer.
14:59
August 14, 2019
EXPERIENCE AMAZING-ly BAD CUSTOMER SERVICE - E19S
Boasting about your great customer service is NOT a good idea! “Pride comes before the fall” … you also take away a key principle of Positively Outrageous Service: “RANDOM & UNEXPECTED. Andrew’s real-life scenario gives us three valuable lessons that we can all learn from.
15:00
August 7, 2019
COMMUNICATIONS 2: The Impact of Language on Your Organizational Culture E15S1
Actions have to be aligned to your words. Pay attention to the words you use. Is it positive? Positivity reinforces. You can’t have “two faces”: internal and external communications have to be congruent. 
14:59
July 31, 2019
COMMUNICATIONS 3: Empathy - The Power of Face-to-Face Communications (F2F) E18S1
 People remember much more of what they see vs. what they hear. To be persuasive you must be seen, not just heard. F2F brainwaves becomes aligned creating empathy. F2F + touch: we are more persuasive, effective & memorable.  
14:47
July 25, 2019
Let’s Get N. U. D. E. and Get Referrals! E16S1
 Why deliver Positively Outrageous Service? To become simply irresistible, (i.e. highly referable), get N.U.D.E. - NOVELTY UTILITY DEPENDABILITY ECONOMIC VALUE.  
14:59
July 17, 2019
COMMUNICATIONS 1: Intent And Context E14S1
 "The problem with communication is the illusion that it has occurred.” ~ GBS. Context is everything. Pay attention to how you received. Ask questions. Understand intent. Forgive quickly. 
14:59
July 10, 2019
POS and The Smart Machine Age E17S1
 What are the skill sets necessary to deliver Positively Outrageous Service? The new SMA skills: critical thinking, innovative thinking, creativity, and high emotional engagement.  
14:59
July 4, 2019
EXALT: Recognition & Celebration Elevates Everything! E13S1
 Propagate POS Success Stories & Heroes. Celebrating lifts the energy level of your entire team if you are positive and vocal in the victories won through POS. The seventh habit of a POS culture. 
14:59
June 26, 2019
ENHANCE: Identify Advocates, Heroes and Scoundrels E12S1
 Consistent application of POS in all areas across an organization is key to delivering a comprehensive WOW experience to your stakeholders. Identify your service gaps. The sixth habit of a POS culture. 
15:00
June 19, 2019
EVALUATE: You Can’t Improve That Which You Don’t Measure! E11S1
 A key benefit of POS is it creates compelling positive word-of-mouth advocacy for your organization – the most potent marketing ingredient possible! Measure it! The fifth habit of a POS culture. 
15:00
June 12, 2019
EQUIP: Management Generates the Heat for POS! E9S1
  Management Generates the Heat for POS! … Episode 9. It necessitates leadership to give management the freedom and permission to interpret and execute appropriately how POS looks like for their specific department. The third habit of a POS culture.
14:59
June 5, 2019
ENERGIZE: Leadership Ignites The Revolution Of Love! E8S1
 Leadership Ignites The Revolution Of Love! … Episode 8 It’s time for a revolution! Leadership casts the vision, champions it and practices it by loving their people first. The second habit of a POS culture. 
15:00
May 29, 2019
ENLIST: Recruit and Hire “Service Naturals" E7S1
  Recruit and Hire “Service Naturals"… Episode 7 There are those that instinctively put service before self … serving another comes naturally. The first of seven habits to create a POS culture. 
14:58
May 22, 2019
Seven Habits of Positively Outrageous Service ... Episode 6
 Creating a culture of Positively Outrageous Service in your organization necessitates a comprehensive approach from hiring through equipping to celebrating. Listen to this introduction to the seven habits! 
15:01
May 15, 2019
Love LOUDER... Episode 5
 Fundamental to Positively Outrageous Service is love. Love your customers, love your suppliers, love your employees, love your family! Love is infectious... love conquers all. Make it the heart of your serving.  
15:00
May 8, 2019
Get the Customer to Play or Get Involved ... Episode 4
 The third principle of Positively Outrageous Service: Create engagement by either having fun with the customer or get them involved in other ways ... for example, questions!  
14:59
May 1, 2019
Out of Proportion to the Circumstance... Episode 3
 The second principle of Positively Outrageous Service to create that WOW experience with customers and all your valued relationships.  
14:59
April 24, 2019
Random and Unexpected: Episode 2
 The first principle of Positively Outrageous Service to create that WOW customer experience. Apply this principle to all your relationships and see what happens!  
14:59
April 10, 2019
Positively Outrageous Service... Episode 1
 That WOW experience you can’t wait to tell others about. And it's not just for customers! Love your team, your suppliers even your family! 
14:39
April 3, 2019
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